A disabled woman with incurable cancer says she is exhausted after battling for her bathroom to be adapted for nine months.

Hannah, whose name has been changed as she wishes to remain anonymous, feels Richmond Council and Richmond Housing Partnership (RHP), which manages her flat in Teddington, are not meeting her needs by declining to carry out the works.

However, the two parties maintain that the changes would not be appropriate.

Hannah said she needs a shower enclosure installed in her wet room to contain the water that's left behind every time it is used, as she can't mop up the water because of her disabilities.

She described how the current setup is taking a toll on her health and stops her from managing damp in the bathroom to prevent the growth of mould.

Hannah has incurable blood cancer, known as polycythaemia vera, limited range of motion in one arm due to a previous mastectomy, osteoarthritis, osteoporosis, peripheral neuropathy, chronic joint pain, other mobility issues and severe fatigue.

The tenant told the Local Democracy Reporting Service (LDRS): "It's currently just a shower curtain and water goes all over the floor, across the walls, and then the shower curtain drips water constantly… I'm not in a position where I can constantly physically keep cleaning the whole bathroom after every shower.

"It's aggravating my pain levels, and it's also affected my personal hygiene and mental health."

RHP told the LDRS a shower enclosure would restrict Hannah's access to other facilities in the bathroom, which she disputes.

The council added that while it cannot comment on individual cases, it works closely with residents, housing providers and health professionals to ensure people receive support and accommodation that best meets their assessed needs.

The woman's disabilities prevent her from managing damp in the bathroom to prevent the growth of mould (Credit: Charlotte Lillywhite / LDRS)

Richmond Council moved Hannah into the flat in July 2024 after she made a homeless application when her previous property in Sutton became inaccessible due to her disabilities.

She moved into the flat on the basis the wet room would be adapted, she said, as Sutton Council's occupational therapy (OT) team advised ahead of the move that she would need a walk-in shower.

Hannah asked the council's adult social services that month to recommend RHP install a shower enclosure in the wet room to turn it into a walk-in shower, as she reported 'walking in puddles' just to go to the toilet or brush her teeth.

Richmond's OT team denied her request in September, and rejected her appeals against this decision, by arguing the wet room met her needs and could be used safely with other measures – including keeping the window open and installing a half-height shower screen.

Hannah disputes OT's reasons for rejecting her request, as she maintains that fitting a shower enclosure over the existing drain is the only way to properly contain the water and prevent the wet room becoming excessively damp.

She said there is no practical reason why the shower enclosure can't be installed in the wet room, as they can be made to measure.

"They seem to be coming from the point of 'we will tell you what your needs are, you don't tell us'," she said.

She added: "I feel very disempowered, and I don't feel heard. I feel like it's just empty platitudes."

Hannah turned to RHP in January, having exhausted the council's complaints process. She asked the housing association to install the shower enclosure without OT referral by classing it as a property improvement.

She claims the work meets commitments outlined in the council's new Social Housing Improvement Plan, as it would update the bathroom and remove the 'unhygienic' shower curtain.

But she was left even more frustrated in March when RHP said it would not carry out the work.

She said it has not explained why it can't install the shower enclosure as an improvement, and disputes RHP's claim that it would restrict other facilities in the bathroom as she says there is plenty of space.

Hannah is particularly concerned about the wet room being left damp as she says mould grew throughout the property and on her belongings last year.

She claims she was forced to sleep on her sofa for eight weeks during this ordeal, as she had to throw away her bed before RHP carried out a mould treatment.

Hannah feels the council and RHP are failing to provide her with a personalised service by declining to make a reasonable adjustment to her home, which would better suit her needs.

She told the LDRS she urgently needs the shower enclosure installed as she has an operation on May 1 and her mobility will be further limited while she recovers.

"The thought of actually having to clean the bathroom after that, it's impossible," she said. "I need somewhere I can walk in, shower and just go."

She added: "I'm really trying hard to hold onto my independence and dignity for as long as possible, and I was hoping they would help me do that."

Julian Chun, RHP's Executive Director of Homes, said: "We recognise Hannah's concerns in currently accessing her shower and ahead of her planned surgery.

"We continue to work closely with her and her occupational therapist to find the right solution.

"Currently, our view is that a shower enclosure would not be appropriate as it would restrict Hannah's access to other facilities in her bathroom even more."

He continued: "To date, we have proposed practical solutions, including an extended shower curtain, which was not installed at Hannah's request."

A Richmond Council spokesperson told the LDRS it is committed to providing residents with the best possible care.

The spokesperson said: "While we cannot comment on individual cases due to our duty to protect personal privacy and confidentiality, we work closely with residents, housing providers, and health professionals to ensure people receive the support and accommodation that best meets their assessed needs.

"As part of our commitment to supporting residents with mobility challenges, the council provides accessible housing that meets a broad range of needs.

"Properties offered to residents requiring adapted facilities are typically fitted with wet rooms – level-access spaces designed for safe, independent showering. Wet rooms are widely recognised as functionally equivalent to walk-in shower rooms and are a standard, suitable solution for individuals with limited mobility.

"All housing allocations are made in line with assessed need and the availability of appropriate properties. When adaptations are requested, our occupational therapists carry out careful assessments to ensure any changes are appropriate and in line with clinical need, national guidance, and local policy.

"We recognise that issues around housing and health can be deeply personal and sometimes difficult. We encourage anyone who is dissatisfied with a decision or service to contact us directly, so their concerns can be properly investigated and reviewed.

"We take all concerns seriously and will always look again at the support available if someone feels their needs are not being met."